We're looking for a Customer Experience Representative to join a busy team, handling customer enquiries and support across multiple channels.
What you'll be doing:
- Responding to customer enquiries via phone, email, live chat, social media and online contact forms in a friendly, professional and timely manner
- Managing complaints and more complex enquiries, investigating issues and working with internal teams to reach the right resolution
- Reviewing online orders, providing updates and assisting with delivery, fulfilment and other order-related enquiries
- Supporting customers with returns, exchanges, refunds and other post-purchase queries
- Liaising with stores on Click & Collect orders and other fulfilment matters
- Communicating with stores to help resolve customer and order issues
- Managing incoming support tickets, live chat and contact forms, ensuring enquiries are prioritised and closed out appropriately
- Maintaining accurate records of customer interactions and flagging recurring issues or trends
- Providing general administrative support to the wider CX team as needed
- Previous experience in customer service or customer experience roles
- Strong communication skills and a positive, customer-first approach
- Ability to multitask and stay organised across multiple channels and priorities
- Retail or eCommerce experience is advantageous
- Experience with helpdesk/ticketing systems (e.g. Zendesk) is highly regarded but not essential
If you enjoy helping people, solving problems and working as part of a collaborative team, we'd love to hear from you.
